Use the Stuck Contact tool if you have an Agent who is stuck on a contact. The Stuck Contact tool helps to clear contacts that are stuck due to some unknown error.
Procedure
In your web browser, enter the following URL to view the Oceana Stuck Contact Tool page:
To find all the contacts currently assigned to an agent, enter the Agent username (agent ID) and press Enter.
Press the Synchronize button.
If successful, the contact transitions to After Call Work (ACW). The agent might need to clean up the ACW interaction/card manually.
Note:
It is possible to get a failed attempt here if the providers do not clean the contact or if the request times out. In such cases, when the synchronization fails, click the Destroy button.
This is a last resort, so use it only when you are sure the contact is not cleared. It is possible that the contact may be re-created later by the provider even after you click Destroy.
